Training Representative (Learning and Development Specialist)

At Duke Health, we’re driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health’s Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health’s fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

PRMO Learning Center Departmental Job Description Training Representative [Learning and Development Specialist]

Job Code 5140; Job Level D2

A little about us:

The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke’s reputation and mission of advancing health together. Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.

Established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Duke Health Integrated Practice and Duke Primary Care. The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service.

Work Location:

This role is remote; however, all Learning Center team members are expected to report in-person routinely on a rotational basis, and periodically as a team, in response to departmental and organizational business needs.  In addition to the above, in-person, instructor-led training is expected when requested by stakeholder(s).

You will:

• Facilitate live, virtual soft skills courses as primary, lead facilitator, in support of the Duke Health new hire onboarding training cycle, utilizing formalized course materials and employing live, virtual training best practices – 80%+ time spent.
• Complete formalized, departmental Train-the-Trainer process in response to new or revamped soft skills courses and assume primary, lead facilitator delivering live, virtual instructor-led training via the established departmental training schedule.
• Develop instructional designs and supporting materials in response to organizational needs, learning and educational best practice solutions.
• Consult with internal stakeholders to create custom learning content, both web-based learning and blended learning.
• Ensure the accuracy of team member learning records on behalf of the Duke Health Revenue Cycle.
• Support learning initiatives through dynamic distribution models, including sites, courses, communication, etc.

You’ll love this role if you are:

• Appreciate and embrace creative educational methods and designs, and energized by the opportunity to work in conjunction with a robust Learning Management System.
• An outstanding communicator and customer-service focused who loves to help people grow professionally and development within their job role.
• Passionate about collaborating to support colleagues and other teams.
• Forward-thinking and energized in the use of all types of technology to enhance the learning experience.
• Comfortable front-and-center as a lead facilitator with a heavy virtual classroom presence.
• Willing and able to rapidly respond to changing circumstances and hours of operation with a team mindset.

You’ll thrive in this role if you are:

• An innovative thinker that isn’t shy collaborating on the integration of new, virtual learning tools and contributing to process improvement efforts.
• A self‐starter who thrives on discovering and sharing new ways of using existing tools.
• A master juggler, comfortable with navigating multiple priorities at a time while still fulfilling a full training schedule.

You’ll need to have proven success with these skills & abilities to succeed in this role:

• Demonstrated proficiency in knowledge and application of instructional design and adult learning principles.
• Demonstrated knowledge, understanding, and application of functionality within Learning Management System tools (Saba), blended learning models, virtual online learning technologies (Zoom, Microsoft Teams, SharePoint Online, etc.).
• Strong analytical, critical thinking, innovative problem solving, consultation and organizational skills, ability to prioritize multiple, competing priorities.
• Excellent interpersonal skills and ability to work across multiple teams.
• Demonstrated verbal and written communication skills, including ability to complete comprehensive training plans based on established templates,

Job Responsibilities (the details):

• Deliver respective soft skills live, virtual instructor-led sessions, utilizing facilitation techniques and integrating adult learning principles. (80%+ time spent).  Prepare for the delivery including, preparing instructional materials, setting up activities and prepping virtual classroom set up in alignment with departmental processes and templates.  (Zoom, Microsoft Teams, etc.).  Pull class rosters and document attendance via the Learning Management System. 
• Assess organizational and departmental gaps/learning needs; develop formalized training plans in response, utilizing appropriate delivery method(s). Design and create interactive, skills-based courses developing activities using adult learning principles and integrating instructional design techniques, including:  facilitator/participant guides, job aides.  Utilize established departmental course material templates, standards of maintaining materials and vetting instructional materials via the departmental QA process.
• Participate on project teams, committees and work groups, utilizing the departmental consulting model; establish rapport with operational partners as SMEs in the development of instructional materials/delivery strategies to support departmental and organizational initiatives. 
• Update instructional content and materials as necessary due to program, process, systems or delivery changes. Ensure that training content and materials always reflect current departmental processes, procedures and guidelines, to include versioning and document storage standards.
• Assist Learning Center Manager to plan, coordinate, develop and evaluate the effectiveness of training courses.
• Remain current in best industry practices for learning and course development and virtual delivery.

Required Qualifications at this Level

Education:

Work requires analytical, communications and organizational skills acquired through completion of a bachelor’s degree program.

Experience

Work requires one year of experience involving academic, instructional or training techniques to acquire skills necessary to plan, instruct and coordinate training and educational programs. Should possess general knowledge of technical subject matter.

Degrees, Licensure, and/or Certification

n/a

Knowledge, Skills, and Abilities

Strong analytical/critical thinking, innovative problem solving and organizational skills. Excellent interpersonal skills and ability to work across multiple teams. Demonstrate verbal and written communication skills. Ability to prioritize multiple competing priorities during high stress situations. Knowledge and application of instructional design and adult learning principles. Basic knowledge, understanding, and operation of Learning Management System tools, blended learning models, and online learning technologies (E-Learning, WebEx, etc.). Ability to navigate and troubleshoot A/V systems.

Distinguishing Characteristics of this Level

NA

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.